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Constant Intermittent Connection Issues

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Constant Intermittent Connection Issues

My Internet drops almost daily, several times a day. I have both a Comcast supplied Technicolor CGM4140COM | Model number: CGM4140COM and an Arris SB8200 and have the same issue on both. Currently the Comcast equipment is connected to avoid Comcast tech support from blaming "customer owned equipment"  I have the 1000mps service.  

 

A tech came to the house last week. He tested the cables and they checked out fine.  A new line was run from the house to the street when I had GIG service installed in the fall of 2018. I have installed ping plotter and have been running 3 ping tests continuously for the past 8 days. One to my Comcast WAN IP, one to the first hop out, and one to google.com. In addition I have had a ping -t running continuously to the first hop out. When the Internet drops I lose connection to the first hop, every time. Never to a hop further down the line. The WAN IP continues to ping, the modem does not reboot. After a few minutes (up to 10 mins) the internet comes back. Sometimes this occurs 1 or 2 times a day and sometimes its 5 or more. Sometimes within minutes of coming back it will drop again. I'm certain this is a Comcast equipment issue, but I don't know how to convince them of that. Any help would be appreciated. Below are my modem levels. 

 

DOWNSTREAM              
Channel Lock Status Frequency SNR Power Level Modulation Unerrored Codewords Correctable Codewords Uncorrectable Codewords

32

Locked

657 MHz

41.6 dB

0.5 dBmV

256 QAM

217402483

4725231

1

1

Locked

453 MHz

43.4 dB

1.4 dBmV

256 QAM

623131856

679

1758

2

Locked

459 MHz

43.7 dB

1.8 dBmV

256 QAM

623143635

644

1741

3

Locked

465 MHz

43.3 dB

1.3 dBmV

256 QAM

623156238

645

1751

4

Locked

471 MHz

43.5 dB

1.7 dBmV

256 QAM

623168959

532

1787

5

Locked

477 MHz

43.3 dB

1.8 dBmV

256 QAM

623182980

547

1713

6

Locked

483 MHz

43.6 dB

2.0 dBmV

256 QAM

623197411

564

1680

8

Locked

495 MHz

43.2 dB

1.7 dBmV

256 QAM

623210025

559

1672

9

Locked

519 MHz

42.6 dB

1.0 dBmV

256 QAM

444829117

642

1613

10

Locked

525 MHz

43.4 dB

1.8 dBmV

256 QAM

444847261

526

1580

11

Locked

531 MHz

42.8 dB

1.0 dBmV

256 QAM

444864725

545

1582

12

Locked

537 MHz

43.0 dB

1.3 dBmV

256 QAM

444881594

553

1569

13

Locked

543 MHz

42.9 dB

0.9 dBmV

256 QAM

444899075

531

1523

14

Locked

549 MHz

43.0 dB

1.2 dBmV

256 QAM

444916374

588

1449

15

Locked

555 MHz

42.8 dB

0.9 dBmV

256 QAM

444932919

487

1476

16

Locked

561 MHz

42.4 dB

0.5 dBmV

256 QAM

444950598

541

1469

17

Locked

567 MHz

42.8 dB

0.8 dBmV

256 QAM

444968543

527

1410

18

Locked

573 MHz

42.4 dB

0.4 dBmV

256 QAM

444985459

499

1459

19

Locked

579 MHz

42.5 dB

0.4 dBmV

256 QAM

445002439

483

1434

20

Locked

585 MHz

42.1 dB

0.3 dBmV

256 QAM

445018946

497

1414

21

Locked

591 MHz

42.4 dB

0.0 dBmV

256 QAM

445037029

498

1431

22

Locked

597 MHz

41.8 dB

0.7 dBmV

256 QAM

445053435

515

1414

23

Locked

603 MHz

41.9 dB

0.9 dBmV

256 QAM

445070020

543

1361

24

Locked

609 MHz

41.7 dB

-1.1 dBmV

256 QAM

445086486

511

1380

25

Locked

615 MHz

41.9 dB

0.4 dBmV

256 QAM

445104282

555

1323

26

Locked

621 MHz

41.9 dB

0.4 dBmV

256 QAM

445125192

463

1300

27

Locked

627 MHz

41.8 dB

0.6 dBmV

256 QAM

445142486

515

1270

28

Locked

633 MHz

41.6 dB

0.6 dBmV

256 QAM

445161493

494

1294

29

Locked

639 MHz

41.6 dB

0.3 dBmV

256 QAM

445184147

467

1251

30

Locked

645 MHz

41.9 dB

0.2 dBmV

256 QAM

445193889

437

1214

31

Locked

651 MHz

41.3 dB

0.7 dBmV

256 QAM

445193668

395

1188

33

Locked

690 MHz

15.9 dB

0.3 dBmV

OFDM

217402483

4725231

1

 

Locked

605600000

NA

NA

OFDM

     

 

Upstream

Channel Bonding Value
Index

1

2

3

 
Lock Status

Locked

Locked

Locked

 
Frequency

23 MHz

30 MHz

36 MHz

 
Symbol Rate

5120

5120

5120

 
Power Level

44.8 dBmV

45.8 dBmV

46.5 dBmV

 
Modulation

QAM

QAM

QAM

 
Channel Type

ATDMA

ATDMA

ATDMA

 

 

Event logs:

[Harvester][3975]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting
2019/1/30 01:42:37 Notice

[Harvester][3888]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting
2019/1/26 01:13:16 Notice

[Harvester][3745]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting
2019/1/23 14:10:41 Notice

[Harvester][3743]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting
2019/1/23 12:24:58 Notice

[Harvester][3745]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting
2019/1/22 07:01:34 Notice

[Harvester][3728]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting
2019/1/21 14:46:58 Notice

[Harvester][3725]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting
2019/1/20 22:20:11 Notice

[Harvester][3743]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting
2019/1/20 21:11:09 Notice

[Harvester][3723]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting
2019/1/20 18:38:59 Notice

[Wifi][3700]: KeyPassphrase changed
2019/1/20 18:33:34 Notice

[Wifi][3700]: KeyPassphrase changed
2019/1/20 18:33:32 Notice

[Harvester][3700]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting
2019/1/20 18:24:28 Notice